Define, lead, and execute the regional strategy for technical customer operations across the UK & Ireland, ensuring alignment with global customer operations vision, playbooks, and KPIs.
Lead and optimise high-volume customer-facing functions including Support, Onboarding, Pay Ops, Feature Activation, and Data Migration.
Implement and locally optimise global SOPs, standards, and customer experience playbooks to meet regional performance and quality targets.
Drive operational excellence through strong analytical rigour, process compliance, and continuous improvement.
Build, lead, and develop a high-performing regional leadership team, managing managers and ensuring strong engagement, retention, and succession.
Own and drive regional performance against key metrics such as time-to-go-live, time-to-first-value, support resolution times, and SGH.
Act as the primary regional stakeholder for customer operations tooling and technology adoption, feeding regional requirements into global roadmaps.
Partner closely with Customer Success, Product, Engineering, and other regional leaders to deliver a seamless, end-to-end customer experience.
Serve as the regional customer advocate, surfacing high-impact technical friction points and influencing prioritisation and decision-making.

A senior customer operations leader with 5+ years’ experience leading Customer Support and/or Operations teams in a SaaS or technology-driven environment.
Experienced in driving software adoption through onboarding, technical support, and operational process excellence.
Comfortable leading leaders and managing complex, multi-team operational environments.
Highly analytical and process-oriented, with a proven track record of improving efficiency, quality, and scalability.
A strong cross-functional collaborator with excellent stakeholder management skills across technical and commercial teams.
A clear, confident communicator who can engage both technical and non-technical audiences.
Adaptable, pragmatic, and comfortable operating in ambiguity and change.
Experience in the Hair & Beauty industry is a bonus, but not required.

Your wellbeing is important to us
we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
We care for your family and provide Enhanced Maternity and Paternity Benefits.
We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.
Moving house? Phorest employees get 3 moving days.

Head of Customer Operations

Key skills